Example SOPs: Purser

Purser SOPs

Creating Standard Operating Procedures for your Purser work can be difficult and take time. That’s why we’ve created these example Purser SOPs so you can jumpstart your SOP creation process. We want to help you set up your Hospitality systems and processes by taking these sample SOPs and building out your own SOPs template library. By having all your Hospitality procedures in one place, your team will have the information they need at all times. Let’s look at some Purser SOP examples.

Purser SOP Examples

1. Cash Handling and Accounting: The purpose of this SOP is to ensure accurate and secure handling of cash transactions within the hospitality industry. It includes procedures for counting, recording, and depositing cash, as well as reconciling cash registers and preparing financial reports. The scope of this SOP covers all cash transactions within the business, including cash received from guests, cash floats, and cash payments to suppliers. The purser is responsible for implementing and overseeing this SOP, with support from the finance department. This SOP references the Financial Reporting and Reconciliation SOP for further guidance on financial reporting.

2. Guest Check-In and Check-Out: This SOP outlines the procedures for efficient and smooth guest check-in and check-out processes. It includes steps for verifying guest reservations, collecting necessary information, assigning rooms, issuing room keys, and processing payments. The purser, along with front desk staff, is responsible for implementing this SOP. It references the Reservation Management SOP for guidance on handling reservations and the Cash Handling and Accounting SOP for processing payments.

3. Inventory Management: The purpose of this SOP is to ensure accurate tracking and control of inventory items within the hospitality business. It includes procedures for receiving, storing, and issuing inventory items, as well as conducting regular inventory counts and reconciliations. The scope of this SOP covers all inventory items, including food and beverage, linens, and guest amenities. The purser, in collaboration with the procurement and housekeeping departments, is responsible for implementing and overseeing this SOP. It references the Purchasing and Procurement SOP for guidance on ordering inventory items.

4. Safety and Security Procedures: This SOP aims to maintain a safe and secure environment for guests and employees. It includes procedures for handling emergencies, such as fire or medical incidents, as well as protocols for ensuring the security of guest rooms, public areas, and the overall property. The purser, in coordination with the security department, is responsible for implementing and enforcing this SOP. It references the Emergency Response Plan SOP for detailed instructions during emergencies and the Key Control and Access Management SOP for managing room keys and access control.

5. Staff Training and Development: The purpose of this SOP is to ensure that all employees receive proper training and development opportunities to enhance their skills and knowledge within the hospitality industry. It includes procedures for onboarding new staff, conducting regular training sessions, and providing ongoing professional development opportunities. The purser, in collaboration with the human resources department, is responsible for implementing and overseeing this SOP. It references the Performance Evaluation and Feedback SOP for evaluating staff performance and identifying training needs.

6. Guest Complaint Handling: This SOP outlines the procedures for effectively addressing and resolving guest complaints in a timely and satisfactory manner. It includes steps for actively listening to guest concerns, empathizing with their issues, investigating the problem, and providing appropriate solutions or compensation. The purser, along with front desk staff and guest relations personnel, is responsible for implementing this SOP. It references the Guest Satisfaction Survey SOP for gathering feedback and the Service Recovery SOP for handling more complex guest complaints.

7. Financial Reporting and Reconciliation: The purpose of this SOP is to ensure accurate and timely financial reporting within the hospitality business. It includes procedures for recording and reconciling financial transactions, preparing financial statements, and analyzing financial performance. The purser, in collaboration with the finance department, is responsible for implementing and overseeing this SOP. It references the Cash Handling and Accounting SOP for guidance on cash-related transactions and the Inventory Management SOP for reconciling inventory-related financials

Purser SOP Templates

Looking for SOP templates for your Purser work? We’ve got you covered. You can build out your company SOPs using the sample SOP information above (added to our template) or our team can put together a starter SOPs template based on your Purser work. Get in touch if you’ve got questions about the quickest way to build out your Hospitality SOPs library.